What are the responsibilities and job description for the Director of Customer Success position at Insight Global?
Insight Global is seeking a Director of Customer Success that will lead and elevate our customer service operations. This role will oversee a team of 40 employees based in O Fallon, MO (approximately 30–40 minutes outside St. Louis), including 9 direct reports. The ideal candidate will bring strategic leadership, operational excellence, and a passion for customer-centric service. This is an in-office role Monday through Friday. This individual will be tasked with leading a division of call center and customer success individuals along with identifying problems and implementing solutions.
Additional Responsibilities Include:
Leadership & Strategy
- Set the vision and roadmap for Customer Success aligned with the organization’s growth goals.
- Lead, coach, and develop a high-performing team focused on inbound support and outbound service coordination.
- Foster a culture of accountability, collaboration, and continuous improvement.
Operations & Process Improvement
- Implement scalable processes and tools to support rapid expansion.
- Own the customer experience across all channels (phone, email, chat, self-service).
- Establish and monitor KPIs, ensuring teams have the resources and training to meet goals.
- Collaborate cross-functionally with Sales, Field Ops, Engineering, and Product to optimize the customer journey.
Customer Advocacy
- Serve as the internal champion for customer needs and feedback.
- Analyze customer data to identify trends and drive systemic improvements.
- Provide executive-level reporting on customer insights and performance.
Desired Skills and Experience:
- Minimum of 3 years of experience as a director or manager of customer success / customer, preferably in telecom and in a call center environment.
- Experience managing large teams with direct and in direct reports
- Excellent communication and collaboration skills across departments.
- Familiarity with CRM, OSS/BSS, and call center platforms
Compensation:
$100k to $140k per year annual salary.
Exact compensation may vary based on several factors, including skills, experience, and education.
Salary : $100,000 - $140,000